Lead IT Technician

GDH; Miami (FL); On-site; USD 44,000 - 51,000; Full time

Job summary

GDH is seeking a Lead IT Technician to deliver advanced technical support and provide leadership within the IT team. This role focuses on guiding staff, resolving complex hardware and software issues, and ensuring reliable computer systems and network operations across multiple locations.

The candidate will mentor IT Technicians, manage internal relationships, and develop robust support documentation while coordinating with external vendors to maintain operational excellence.

Qualifications

• Requires understanding of advanced technology standards and support practices.
• Experience overseeing complex technology installations and configurations.
• Strong troubleshooting across hardware, software, and network environments.
• Excellent communication, mentoring, and problem-solving skills.

Responsibilities

• Provide advanced guidance, mentorship, and training to IT Technicians for troubleshooting complex issues.
• Assist senior IT leadership in managing internal customer relationships and requests.
• Develop, update, and maintain support documentation and procedures.
• Handle end-to-end incident resolution and document activities in ServiceNow.
• Troubleshoot complex hardware, software, network, and peripherals issues (printers, audiovisual).
• Coordinate hardware installations and configurations across locations.
• Manage warranty support and vendor activities.
• Support meeting and event technology including video conferencing setups.
• Escalate and report server outages and connectivity issues with infra teams.
• Monitor and coordinate third-party vendor support with weekly updates.

Skills

Advanced tech support

Mentoring

Troubleshooting

Communication

Change management

Education

Bachelor’s degree in IT

Tools

ServiceNow

Job description

Role Summary

The Lead IT Technician is responsible for delivering advanced technical support and leadership within an organization. This role involves overseeing complex hardware and software issues, guiding and mentoring IT support staff, and ensuring the smooth operation of computer systems, networks, and communications equipment. The position requires collaboration with business units and external vendors to maintain operational excellence and enhance customer satisfaction.

The Lead IT Technician is responsible for delivering advanced technical support and leadership within an organization. This role involves overseeing complex hardware and software issues, guiding and mentoring IT support staff, and ensuring the smooth operation of computer systems, networks, and communications equipment. The position requires collaboration with business units and external vendors to maintain operational excellence and enhance customer satisfaction.

Responsibilities

• Provide advanced guidance, mentorship, and training to IT Technicians, supporting troubleshooting and resolution of complex technical issues.
• Assist senior IT leadership in managing internal customer relationships and addressing technical requests to ensure high levels of satisfaction.
• Develop, update, and maintain support documentation and operational procedures.
• Handle end-to-end incident resolution, including identifying root causes and implementing preventive measures, accurately documenting activities within ServiceNow.
• Troubleshoot and resolve complex hardware, software, network, and peripherals issues, including printers and audiovisual equipment.
• Coordinate hardware installations, upgrades, and configurations across multiple locations.
• Manage warranty support, equipment repairs, and vendor support activities.
• Support meeting and event technology, including video conferencing and audiovisual setups.
• Escalate and report server outages, LAN/WAN connectivity issues, and collaborate with infrastructure teams for resolution.
• Monitor and coordinate support activities performed by third-party vendors, providing weekly status updates on ongoing initiatives and issues.

Qualifications

• Demonstrated understanding of advanced technology standards and support practices.
• Proven ability to oversee complex technology installations and configurations.
• Strong troubleshooting skills across hardware, software, and network environments.
• Excellent communication, mentoring, and problem-solving skills.
• Ability to manage change effectively and evaluate its impact on business operations.
• High school diploma or GED required; Bachelor's degree in Information Technology or related field preferred.
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent preferred.
• Minimum of 5 years of relevant IT support experience.
• Experience supporting enterprise-class desktop, mobile, audiovisual, and network technologies is preferred.

Publishing Pay Range:

$32.00 – $37.00 hourly

Location

On-site